Business Performance Manager - Process Management of AMH RBWM Contact Centre - HSBC Operations, Services and Technology - GZC

Job description

Some Careers grow faster than others.

If you're looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

HSBC Operations, Services and Technology

HSBC Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HOST combines global expertise and technology to help keep us ahead of the competition.

Global Service Delivery

Within HSBC Technology and Services, Global Service Delivery is a leader in the development of services and processes that are designed around the customer and enable the firm to demonstrate to regulators that its processes and ways of working will deliver consistently high standards of compliance. Every day, customers all over the world are paying bills, buying homes and setting up companies and every day, Global Service Delivery teams are making sure all this happens smoothly.

Role Purpose

We are currently seeking an ambitious individual to join this team working together with colleagues to define, manage and achieve divisional business targets. In this role, you will:

· Co-ordination and implementation of staff incentive framework working in coordination with various teams like R&A, Payroll etc
· Central point of contact for all MI, issues, escalations with regards to Incentive Management
· Test new system roll outs as and when appropriate
· Reviewing ongoing performance and operation process, providing and implementing recommendations for improvements
· Ensuring standardization of the operating model on an ongoing basis
· Build strong relationships, adopting a joined up approach, to deliver business requirements at pace and with minimum conflict.
· Ensure performance management processes are effective and propose improvements or efficiencies as required
· Adherence to external regulatory requirements, internal control standards and group compliance policy
· Timely implementation recommendations made by internal or external auditors and external regulators, if any

Desired profile

Qualifications :

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Must have education to at least High School and of a legal working age

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Must be proficient in English, Mandarin & Cantonese as required by the process

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Advance in MS Office mainly MS Excel

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At least 2 years of experience in banking or related industry in customer service industry

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Open to work in flexible shift schedule

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High flexibility, customer centric and have ability to thrive in team environment seeking feedback and open to development

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Takes pride in delivering what is promised in line with customer & stakeholder's expectations

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Passionate in doing a good job and concern about getting things done right in the first attempt with diligent checks

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Ability to work in high-volume, fast paced environment is crucial

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Excellent communication skill by being polite and friendly at all time

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Display patience and empathy

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Knowledge of HSBC's products & services

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Knowledge of HSBC's policies, practices and procedures within and beyond own area

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Excellent analytical skill and critical thinking ability is a must

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Competent in conflict resolution

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Ability to challenge and think out of the box with innovative solutions

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Ability to make decisions with minimal supervision

You'll achieve more at HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

***Issued by HSBC Electronic Data Processing (Guangdong) Ltd. GSC China***